I have tried contacting SoldSmart via email and never get a response. I purchased a trumpet and hard case and it was supposed to be delivered by 8 September 2011 it is now 15 Sept 2011 and i still haven't received it. Despite many attempts to contact them including a phone number 9929 5016 that constantly rings out I decided to put in a complaint with Fair Trading and Paypal maybe that might get their attention.
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Dear Sir, I have been a customer now for some time , and have allways received excellent service , I have motor neurons disease and your company make life a little easier , till my last attempt at a purchase , though nothing has changed , I try to use paypal and nothing works now I have conformed with all they asked ,and still have problems , as it extremely difficult for me to use my hands to type is there anyway you can resolve this matter for me.
respectfully Albert
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I totally agree that this company would have to be one of the worst i have ever dealt with.
I also have found you get no response unless you raise a dispute through paypal & then David Martin threatens to close my account for continuing to open disputes to do with their items constantly arriving damaged to my customers.
Here's my correspondance, all through paypal:
Order 977480
Sent photos of damage on Thursday 4th November & have had no response. Customer would like a replacement. Please advise when this will be sent.
If you require the damaged one to be picked up please advise how you are wanting to arrange this.
From Seller - SoldSmart International
10/11/2010 12:41 AEDT
Hi , Thanks for contacting us.
RE: ORDER: 977480
Photos were received and a reply provided. We are sorry if you didnt receive any reply.
As this item has been identified with very minor damage, it is not classed as a DOA item (Dead On Arrival).
We would be unable to provide a replacement or full refund in such a case, unless the buyer returned the item to us. We are sorry but we are not able to provide postage or return assistance.
However, we are happy to offer you compensation for this minor damage as shown in the photos. We can provide a 40% off discount even though less than 5% of the item has any problems. The refund amount would be $19.20.
You can request that amount via the paypal dispute, or you can request a full refund (subject to the item being returned to us first).
Please let us know, thanks.
Kind Regards,
David Martin.
Customer Support Manager
SoldSmart International
www.soldsmart.com.au
From Buyer -
10/11/2010 14:10 AEDT
David,
No message was received in regards to this. It seems that i only receive a response when i deal directly through paypal.
Anyway, irrespective of what you consider to be 5% damage or not, clearly this is damaged. If you advertised your item as coming 5% damaged then perhaps i would agree with the ridiculous message posted here.
Having said that, this item was purchased as advertised on your wesite, the pictures do not depict ANY damage at all. Furthermore, nowhere does it state that if soldsmart believe that an item is less than 5% damaged then they will not bother to replace or refund the item. I am more than happy to proceed with this through consumer affairs as i am sure i would not be the only one in finding this message not only ridiculous, but against my consumer rights. These goods were purchased as per your description, not on the off chance they would arrive damaged, let alone 5% damaged by your assessment. Again, i am requesting a replacement be sent immediately, am more than happy to tell my customer to give the damaged one to the driver as well.
Please advise your position immediately so i can advise my customer what path we will be taking.
From Seller - SoldSmart International
12/11/2010 11:28 AEDT
Hello,
Thanks for contacting us again.
In the event of a Paypal Dispute being opened, the funds associated with the item are held in dispute.
As we cant ensure that paypal wont return these funds to you at any time, we are unable to provide a replacement while a Paypal dispute remains open.
Unfortunately some Disputes in the past resulted in a replacement being sent out to a customer and the Paypal Dispute additionally refunding the customer. We therefore no longer offer the option of replacement while a Paypal Dispute is open.
We look at all situations on a case by case basis, so to resolve this issue quickly and easily for you, we will refund this item through this dispute.
As you said you had trouble contacting us, I would like to confirm that our customer support email address is: support@soldsmart.biz
As the server will only allow small files, if you are sending photos at any time, please compress the photo and limit them to 1 or 2 at most.
Please note that we will try to assist you on a case by case basis regarding any issues without the need for Paypal Disputes being opened. Situations may require you to compromise on an agreement from time to time, however repeated actions of opening Paypal Disputes may result in the cancellation of your buying account in the long term.
In this case, I hope you will be happy with the full refund resolution we are providing.
Kind Regards,
David Martin.
Customer Support Manager
SoldSmart International
www.soldsmart.com.au
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Read my correspondance with Soldsmart (read from the bottom up). These people are nothing but scammers! AVOID SOLDSMART AT ALL COSTS! You have been warned! .................................................................................... David, Firstly, why does it take a claim against SoldSmart for me to be able to get in contact with management?? Please see below the correspondence between myself and Alisha. Secondly, why does SoldSmart not answer their phones?? Thirdly, what exactly is at address: SoldSmart International 2 Tunks Street, Northbridge, NSW, 2063 Cammeray, NSW Australia 2062 Telstra and Sensis Assistance have no record of SoldSmart’s address, let alone being at the above address????? Fourthly, yes I would like to cancel my order with SoldSmart with obviously a full refund. Alisha’s initial misleading email followed by her incompetence in reading and replying has lead to me being completely put out in respect to organizing a business meeting that the chairs were intended to be used for. Your prompt refund will be appreciated. Regards, Philip Slater. ................................................................................................................................................. From: David Martin [mailto:davidmartin@soldsmart.biz] Sent: Friday, 25 September 2009 2:16 PM To: Subject: Order 792093 Importance: High Hi Phillip, RE: Order 7920xxx [ ] AAGG291103 433413 Wholesale Lot of 10 X Outdoor Chairs PSAUEP_3209 AUST POST Delivered by 16/09/09 84.95 [ ] AAGG291103 433417 Wholesale Lot of 10 X Outdoor Chairs PSAUEP_3209 AUST POST Delivered by 16/09/09 84.95 [ ] AAGG291103 433418 Wholesale Lot of 10 X Outdoor Chairs PSAUEP_3209 AUST POST Delivered by 16/09/09 84.95 You have recently opened a Paypal Claim against the Bulk order you made with us. You may not have been aware that all bulk items (unlike our local items) are shipped from overseas. Delivery times can vary between 4 to 8 weeks. I checked the incoming containers and they will arrive around 5th to 7th October. Unfortunately, we cannot ship any items to customers while they have an open Claim active with Paypal. Please let us know if you wish to keep the Paypal claim open to obtain a refund through paypal or if you will be closing the claim so we will be able to ship your items. Kind Regards, David Martin Customer Support Manager SoldSmart International davidmartin@soldsmart.biz www.soldsmart.com.au This message is to notify you that your ticket has been updated with the following content: ---------------------------------- Hello Phil, Thanks for your email. It will take 20 days to deliver these items to you. Bulk orders do take a bit of time. Kind Regards, Alisha Soldsmart Customer Support SoldSmart International www.soldsmart.biz www.soldsmart.com.au( No Bidding - just great prices! ) ---------------------------------- 2009-09-22 18:36:32 ---------------------------------- Alisha, I would appreciate you answering my questions correctly. Once again, I am asking for the whereabouts of the chairs I ordered (3 cartons of 10 x Outdoor Chairs - Item # AAGG291103). I would like to know how long before I acquire these items. I am being more than understanding and patient during this ordeal. Further non cooperativeness from SoldSmart and yourself will result in the Ministry of Fair Trading getting involved. Your prompt and relative reply will be appreciated. Phil. From: SoldSmart International Support Center [mailto:support3@soldsmart.biz] Sent: Monday, 21 September 2009 12:56 PM To: Subject: Ticket:[504618-2821091129] - RE: Ticket:[498551-2028081009] - Ticket:- Ticket:[493145-6517081314] - Delivery Time This message is to notify you that your ticket has been updated with the following content: ---------------------------------- Hello Phil, Thanks for your email. You might not be aware that Bulk Lots sold on our website are not shipped within 7-10 days like other products. All Bulk Lots are shipped to us from China via shipping containers after being sourced at the cheapest possible price for you, and this process including delivery to your door can take between 5 and 8 weeks. Expected times of arrival and delivery can vary when ordering direct from a manufacturer and we ask that you be patient and understanding regarding such Bulk Orders. We will certainly do our best to assist your inquiry for any orders that exceed an 8 week time frame (although such situations are rare). Thanks again. Kind Regards, Alisha Soldsmart Customer Support SoldSmart International www.soldsmart.biz www.soldsmart.com.au( No Bidding - just great prices! ) ---------------------------------- 2009-09-21 14:56:22 This message is to notify you that your ticket has been updated with the following content: Alisha, It has now been 20 days since you responded with this email. Can someone from “SoldSmart” please inform me where these chairs are now and when I’m likely to receive them? Regards, Phil. .......................................................... Hello Phil, Thanks for your email. We have checked the status of your item and it shows that the item will be shipped within 20 days. Thanks for your understanding and support. Kind Regards, Alisha Soldsmart Customer Support SoldSmart International www.soldsmart.biz www.soldsmart.com.au( No Bidding - just great prices! ) ---------------------------------- 2009-09-04 16:28:51 Alisha, Your prompt reply would be greatly appreciated. Regards, Phil. ............................................. Hi Alisha, I appreciate the update, but unless the 20 days delivery commences from the time of purchase (17/08/09), I gather you are stating that I will not receive these items by the 10th of September, the date I stated I required these chairs by in my previous email. If this is the case, I will need to cancel this order. I appreciate you replying to my emails, but you not fully addressing my queries is resulting in time loss for me not sourcing other chairs for this business trip. Can you give me the name and phone number of your manager so I can get resolution in this situation please? Kind Regards, Phil. This message is to notify you that your ticket has been updated with the following content: ---------------------------------- Hello Phil, Thanks for your email. It has been shipped from the manufacturers warehouse. We will try our best to deliver it as soon as possible. Please allow us a maximum of 20 days. Kind Regards, Alisha Soldsmart Customer Support SoldSmart International www.soldsmart.biz www.soldsmart.com.au( No Bidding - just great prices! ) ---------------------------------- 2009-08-31 20:00:48 Hi Alisha, Thank you for the email, although this now it seems your initial reply regarding my query on delivery time is somewhat misleading. There was no mention of the items needing to come from China, nor the 5 to 8 week delivery duration. I now require a date from SoldSmart for when I am to receive these items in Perth, Western Australia. I require these chairs for a business outing I have organized for the 10th of September. If you cannot guarantee that I will have these chairs by then, I will need to cancel this order. I trust that you can appreciate this situation and give the matter urgent attention and resolution. Regards, Phil. From: SoldSmart International Support Center [mailto:support3@soldsmart.biz] Sent: Friday, 28 August 2009 12:21 PM To: Subject: Ticket:[498551-2028081009] - RE: Ticket:[493145-6517081314] - Delivery Time This message is to notify you that your ticket has been updated with the following content: ---------------------------------- Hello Phil, Thanks for your email. Please note that all Bulk Lots are shipped to us from China via shipping containers after being sourced at the cheapest possible price for you, and this process including delivery to your door can take between 5 and 8 weeks. Expected times of arrival and delivery can vary when ordering direct from a manufacturer and we ask that you be patient and understanding regarding such Bulk Orders. We will certainly do our best to assist your enquiry for any orders that exceed an 8 week timeframe (although such situations are rare). Thanks again. Kind Regards, Alisha Soldsmart Customer Support SoldSmart International www.soldsmart.biz www.soldsmart.com.au( No Bidding - just great prices! ) ---------------------------------- 2009-08-28 14:21:10 ---------------------------------- Hi Alisha, Can you tell me how far off the items I purchased are from being delivered please? Order # 7920xxx Payment Received: 17/08/2009 Items: 10 x Foldable Outdoor Chairs (Item # AAGG291103) – 3 off. Thanks, Phil. ---------------------------------- Hi, We are pleased to let you know that generally it takes 3-5 days for the payment to clear in our system. Our items are usually dispatched within 24 - 48 hours after payment is confirmed. Please allow up to 7-10 working days for delivery once the item is shipped, although in most cases delivery is much quicker (3-5 days after the item gets shipped). Thanks for your interest in Soldsmart. Kind Regards, Alisha Soldsmart Customer Support SoldSmart International www.soldsmart.biz www.soldsmart.com.au( No Bidding - just great prices! ) ---------------------------------- 2009-08-17 15:53:13 ---------------------------------- Hi, Can you please tell me how long it would take to receive goods in Perth once ordered from you? I am about to order your 3 cartons of your 10 x Outdoor Chairs (Item # AAGG291103). Thanks, Phil. ---------------------------------- Ticket ID: 493145-6517081314
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Trying to get a refund from Soldsmart is like trying to get blood out of a stone. They promised me a refund on a faulty generator app 7 weeks ago, every time i email them its excuse excuse and be another 5 working days, they just dont want me to get my money back. But i have lodged a claim in small clains court cost me $5.00 being a pensioner, i see how Sold smart ASS takes that now. I advise everyone not to deal with this low company, good at taking your money but hate giving it back when you find out you got rubbish. Below is a few emails i got from them. From: SoldSmart International Support Center Date: 10/1/2009 4:12:59 PM To: Subject: Ticket:[504002-6218091432] - RE: Ticket:- Ticket:- Ticket:- Ticket:- Re generator for return This message is to notify you that your ticket has been updated with the following content: ---------------------------------- Hello, Thank you for your email, We appreciate you returning the Refund Request Form. As the refunds are processed in weekly batches, please allow us 12 working days (excluding weekends) to process a refund. The Customer Support Manager will check it and advise you of the next stage of the refund Regards, Mike Customer Support Team Leader SoldSmart International www.soldsmart.biz www.soldsmart.com.au --------------------------------------------------------------------- From: SoldSmart International Support Center Date: 10/14/2009 3:49:48 PM To: Subject: Ticket:[514476-5310101004] - - [504002-6218091432] - - - - - Re generator for return This message is to notify you that your ticket has been updated with the following content: ---------------------------------- Hello, Thanks for your email. I checked the details and it shows that your refund form is printed and ready. We have passed this form to our accounts person for approval & processing. A refund will be processed within 5 working days. Regards, Mike Customer Support Team Leader SoldSmart International www.soldsmart.biz www.soldsmart.com.au
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hi i brought a ladder online from soldsmart thinking it was a good deal about 2 mounths ago a good deal for them still no ladder i should have relised when i had to pay with a credit card it was a scam i wont ever by enthing online again worse than ebay witch is terrible you agree a price then they change it and bill you the diffrence so you cant save soldsmart wont answer my emails my advice steer clear once bitten twice shy emailed nsw con affiars dont think they care thats life
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I purchased a picnic table and chairs from SoldSmart on the internet and made the payment. When asking when i could expect the item I weas told two weeks. I then received notification by email that the item would be dispatched. see below Hi, Thank you for your email, The tracking link for your item is below: https://online.toll.com.au/trackandtrace/showConnotes.do?tollconnote=8379102018558 You may call toll on 1300 366 684 to organise a time for delivery. I took the day off work to be hopme for the delivery and called in the morning to aks what time I could expect the delivery. I was told if it had not arrived by 15h00 to call back as they would then contact the driver. At 12h00 we received a pizza delivery. At 15h00 after still not having received anything I called the number again and they asked me to look in my post box if there were any slips. I find a slip stating they had come to deliver at 12h15 but no one was home. No one even rang my doorbell. I told the lady on the phone how unacceptable this was and she assured me they would deliver the next day and asked me to sign a form and leave it attached to my front door. The item was delivered the following day and left outside my front door. The box was totally damaged as is the actual item, which is missing parts and totally un -useable. I have contacted SoldSmart of every email address I could manage to get my hands on as they have no contact numbers or addresses listed to even try return the item. It normally takes two days to receive a reply email. The first email informed me that due to me not having taken insurance they cannot replace the item. There was no offer of insurance at the time of purchase. I explained this and was then told they would compensate and send me $20.00. I explained it was not a point of being compensated, the item cannot be repaired or used. I was also told I could repair the item and resell it on ebay. I was then sent a further email saying they would send me $30.00 and missing parts or $40.00 and I could repair at my own cost. I have never seen service like this, but have no way of gettign in contact with them. See correspondence: To whom it may concern I have received the camping table purchased and am most disappointed in the quality. Firstly it arrived a day late, after I had especially taken a day off work to be home for the delivery. It was delivered today and is broken, missing screws and bolts. Please let me know how I go about returning this and getting a refund. I urgently await your reply. I wanted to attacd photographs so you could see the condition. I have emailed every different address I could find on your website and they all come back undelivered. I trust you will get back to me Thanking you Colin ---------------------------------- Ticket ID: 426033-7225011829 See reply: Hello Colin, We are sorry to hear you are experiencing problems with your item. We certainly would like to assist you in this matter. Please take a few moments to complete this form and be sure to provide any necessary proof to confirm the situation. The form needs to be completed before we can assess the situation. Simply type into the blank areas of the form once you have clicked the "reply" button in your email software. Today's Date: Your Name: Order Number: Item Number (If an ebay item) : Title of Item: Address it was delivered to: Date Auction Ended: Date Item Received: Date Problem Identified: Did you pay insurance: Condition of Goods and Packaging on Arrival? (If packaging damaged, any notification/explanation from courier. Any other problems with the delivery service?) Options for providing confirmation of the problem: 1.Please provide digital photos for verification of any visual damage. This is necessary if we are to address the problem. (If you don’t have a digital camera you will need to borrow one through friends, work, etc). Please limit it to 1 or 2 photos showing the specific damage to the item. Please describe problem in detail: Thank you for your information. Once we have evaluated your information we will email you. If you do not get a reply regarding your issue within 4 working days please resend this form to us as we may not have received it. Regards, Mike Customer Support Team Leader SoldSmart International www.soldsmart.biz www.soldsmart.com.au Hello Colin, There is an error in your email server or some other technical error here that you are receiving that message. Please re-send your query and also send a CC to my hotmail email account so if in a case if we would receive a blank email here, I am sure there would not be any problem receiving it on hotmail. My hotmail email id is icallbiz2@hotmail.com Once we receive the email. We will be more then happy to assist you. Regards, Mike Customer Support Team Leader SoldSmart International www.soldsmart.biz www.soldsmart.com.au To whom it may concern I have received the camping table purchased and am most disappointed in the quality. Firstly it arrived a day late, after I had especially taken a day off work to be home for the delivery. It was delivered today and is broken, missing screws and bolts. Please let me know how I go about returning this and getting a refund. I urgently await your reply. Please find attached pictures of the condition of the box on arrival and the actual table on opening the box. I trust you will get back to me Thanking you Colin Have you now received the follow up email sent afterwards with all the information once again. Please can someone get back to me. It is really very frustrating having to work this way and not get any answers. I need to return this damaged item. How do I go about doing that ? Can I bring it back to your offices or warehouse today ? I would very much appreciate someone getting back to me today . Thanking you Colin -------------------------------------------------------------------------------- From: SoldSmart International Support Center [mailto:support3@soldsmart.biz] Sent: Friday, January 30, 2009 8:37 PM To: colcol10@gotalk.net.au Subject: Ticket:[427453-6730010621] - RE: no reply This message is to notify you that your ticket has been updated with the following content: ---------------------------------- Hello, Thanks for your email. The email you sent did not contain enough information for me to locate your Order. We request you to please help us by emailing us your Order number, item number and email address relating to this transaction. If you cannot provide some additional details, we may have trouble investigating your situation. We thank you and appreciate your assistance in this matter. Kind Regards, Alisha Customer Support Trainee SoldSmart International www.soldsmart.biz www.soldsmart.com.au( No Bidding - just great prices! ) ---------------------------------- 2009-01-30 20:36:51 To whim it may concern Please could someone get back to me. I have sent emails but do not receive replies Thanking you -------------------------------------------------------------------------------- From: SoldSmart International Support Center [mailto:support3@soldsmart.biz] Sent: Friday, January 30, 2009 8:37 PM To: colcol10@gotalk.net.au Subject: Ticket:[427453-6730010621] - RE: no reply This message is to notify you that your ticket has been updated with the following content: ---------------------------------- Hello, Thanks for your email. The email you sent did not contain enough information for me to locate your Order. We request you to please help us by emailing us your Order number, item number and email address relating to this transaction. If you cannot provide some additional details, we may have trouble investigating your situation. We thank you and appreciate your assistance in this matter. Kind Regards, Alisha Customer Support Trainee SoldSmart International www.soldsmart.biz www.soldsmart.com.au( No Bidding - just great prices! ) ---------------------------------- 2009-01-30 20:36:51 Dear Alisha Please let me know if you are receiving my emails ? Thanking you Colin -------------------------------------------------------------------------------- From: SoldSmart International Support Center [mailto:support3@soldsmart.biz] Sent: Friday, January 30, 2009 8:37 PM To: colcol10@gotalk.net.au Subject: Ticket:[427453-6730010621] - RE: no reply This message is to notify you that your ticket has been updated with the following content: ---------------------------------- Hello, Thanks for your email. The email you sent did not contain enough information for me to locate your Order. We request you to please help us by emailing us your Order number, item number and email address relating to this transaction. If you cannot provide some additional details, we may have trouble investigating your situation. We thank you and appreciate your assistance in this matter. Kind Regards, Alisha Customer Support Trainee SoldSmart International www.soldsmart.biz www.soldsmart.com.au( No Bidding - just great prices! ) ---------------------------------- Please find third picture -------------------------------------------------------------------------------- From: SoldSmart International Support Center [mailto:support3@soldsmart.biz] Sent: Wednesday, February 04, 2009 3:33 PM To: colcol10@gotalk.net.au Subject: Ticket:[427453-6730010621] - RE: Ticket:- no reply This message is to notify you that your ticket has been updated with the following content: ---------------------------------- Hello Colin, Thanks for your email. We are sorry for the inconvenience caused to you. There seems to be some technical error at your end. Please be assured we are certainly are happy to assist you in this matter and resolve any problems with the minimum of fuss. As the issue is also “visually” related we must be provided with photographs if we are to take any action at all. As you can understand we get many people making claims of one sort or another but unless we can verify it for we can’t take the issue further. Please understand, a photograph is essential document for our accounts department, quality control as well as the shipping company to make sure the same error would not happen again. As a company, we also need to keep records of the errors. If you do not have a digital camera of your own, we suggest that you may know someone who has a digital camera who can assist you. Otherwise, an internet café, local library or digital printing store may have a camera for you to use. We look forward to assisting you further. Kind Regards, Alisha Customer Support Trainee SoldSmart International www.soldsmart.biz www.soldsmart.com.au( No Bidding - just great prices! ) ---------------------------------- 2009-02-04 15:32:39 I then emailed each picture once again Please find 9th picture. Please confirm you have received these 9 pictures now Thank you Hello Colin, Hello Alisha Thanks for your email. Thank you for finally getting back to me. I appreciate your assistance but would now like to take this matter higher as have really not heard such nonsense. I ordered and paid for a product. I was not offered insurance. I waited 2 weeks for the product and took a day off work to wait at home as no one could give me a delivery time. I called the contact number received by email that morning and was told they could not contact the driver , but if I had not received the parcel by 15h00 to call again. I called at 15h00 and was told to go check my post box – in which I found the card telling me they had been there at 12h00 and no one was home. This was ridiculous and can even have a witness that was working at home with me all day sign to this effect. The goods are then delivered the next day in a damaged box, and broken and damaged. It then takes nearly another two weeks to get to a result where you now want to offer me a $20.00 refund. I would appreciate you having someone higher contact me immediately please. My contact number is 0414 564 042 Thanking you Colin We really appreciate your business so you can imagine how disappointing it is to hear that there is a problem with your item. You will be pleased to know we are always here to assist you and hope we can resolve this problem to your satisfaction quickly and easily. If you are disappointed you can imagine how I am feeling after all that has taken place. We certainly try to help as much as we can when products gets damaged in transit. However,as you can understand, our compensation is limited by the sale value of the item. Yes but once does not expect it to arrive damaged. There is NO Way the missing parts inside are due to the courier or delivery. I have dealt with and purchased form other internet based companies and never had such shocking service. Although you HAVE NOT opted for the insurance and we accept no liability for transit damage as it is a 3rd party (shipping company's) error, A company of your size shipping goods of this size should know how to package and deliver without items being damaged. we are happy to offer the below as a courtesy to you as our valued customer. In most cases providing compensation turns our sale into a loss as our items have very low markup values. Me purchasing and paying for goods that arrive damaged results in me being at a loss as don’t have the money and cannot use the item. The option is you can take the item to a repairer and we will provide partial compensation of $20.00 for the repairs or for new parts. You can then decide to keep it, on-sell it on EBAY or something else. I appreciate your offer but one cannot repair the damage and condition this item is in, and even if someone could miraculously glue the plastic back together that would once again cost me. To obtain a refund in accordance with our trading and satisfaction guarantee policies, please review and complete the Settlement Agreement and Refund request form (below). Please forward the email to: support@soldsmart.biz or fax it to 02 9499 8842. I would very much appreciate a full refund, and am happy to deliver this product back to your offices today or tomorrow. I would appreciate you showing me where on this original order it offers insurance, where it states that you are not responsible for damage by couriers. I believe I have been more than patient and would like this issue finalized. I would appreciate someone getting back to me ASAP. Thanking you **********REQUEST FOR A REFUND******Ticket# 427453-6730010621 Date: Your Name: Your Soldsmart Order No (obtained at checkout): Your Item Number: Your Phone Number: Requested refund amount in AUD$: $20.00 Reason for refund in detail: (We cant process your refund without a detailed explanation here) Your bank details: Account name - BSB - Account number- The Settlement Agreement is part of the Refund process. The refund can't be approved if it is not completed. By completing the Settlement Agreement below, you are agreeing with it's terms: ------SETTLEMENT AGREEMENT------ I, _____________________ (Buyer) and Lenycik Online Auctions (Seller) agree: 1. All issues involving this transaction will be closed once the requested refund is received in full. 2. Both parties agree that the terms of this settlement agreement will be fully completed within 14 days of this email. 3. In consideration of accepting this agreement, each party releases the other party from all liability for claims and/or demands which may arise from the transaction which is the subject of this agreement. 4. Both parties acknowledge that they have voluntarily entered into this settlement agreement and that this email constitutes the entire agreement between the parties pertaining to the subject matter contained in it. Buyer's Name: Seller's Name: Lenycik Online Auctions Date: ****************************************************************** Office Use Only. Photos Quote Barcode Listing Correction **************************************************************** Kind Regards, Alisha Customer Support Trainee SoldSmart International www.soldsmart.biz www.soldsmart.com.au( No Bidding - just great prices! ) ---------------------------------- 2009-02-06 14:26:27 Dear Alisha Did you receive my email,? I await a reply Thanks Colin Dear Alisha Please go back to your management and show them the pictures of the damage and ask them how they plan anyone repairing this damage. As mentioned I really feel the service I have received and the response to be shocking. Is this the final decision, a compensation of either $40.00 or $30.00 dollars ? I await your reply Thanking you Colin -------------------------------------------------------------------------------- From: SoldSmart International Support Center [mailto:support3@soldsmart.biz] Sent: Monday, February 09, 2009 1:29 PM To: colcol10@gotalk.net.au Subject: Ticket:[427453-6730010621] - RE: Ticket:- Ticket:- Ticket:- no reply This message is to notify you that your ticket has been updated with the following content: ---------------------------------- Hello, Thanks for your email. We sincerely apologize on behalf of the shipping company for bad handling of the item. Please note, Although you have NOT obtained for the insurance and we accept no liability for transit damage, we have offered you a partial compensation of $20.00 as a courtesy as our valued customer. In most cases providing compensation turns our sale into a loss as our items have very low markup values. I had a word with our management. We have two options for you : The first option is you can take the item to a repairer and we will provide partial compensation of $40.00 (more than 50% of your total paid) for the repairs or for new parts. You can check for the parts in a local stores which sells this or a similar item. The second option is you can take the item to a repairer and we will provide partial compensation of $30.00 for the repairs. We would assist you and order the needed parts for you from the manufacturer. Please note, ordering the part and delivering it to you can take from 4 to 5 weeks. Please choose either of the options above so we can assist you and resolve the issue. Regards, Mike Customer Support Team Leader SoldSmart International www.soldsmart.biz www.soldsmart.com.au Dear Mike Thank you for getting back to me. Obviously after sales service and customer relationships are not things that SoldSmart care about or take into consideration when selling product. I am therefore left no alternative but to take this matter further. Thanking you Colin -------------------------------------------------------------------------------- From: SoldSmart International Support Center [mailto:support3@soldsmart.biz] Sent: Tuesday, February 10, 2009 2:29 PM To: colcol10@gotalk.net.au Subject: Ticket:[427453-6730010621] - RE: Ticket:- Ticket:- Ticket:- Ticket:- no reply This message is to notify you that your ticket has been updated with the following content: ---------------------------------- Hello, Thanks for your email. We do understand your concern but refund amount decided by our C S Manager that's why we are unable to access the offer. Please get back to us with any once option. So, that we can assist you further. Regards, Mike Customer Support Team Leader SoldSmart International www.soldsmart.biz www.soldsmart.com.au ---------------------------------- 2009-02-10 14:29:02 Hello, Thanks for your email. We do understand your concern but refund amount decided by our C S Manager that's why we are unable to access the offer. Please get back to us with any once option. So, that we can assist you further. Regards, Mike Customer Support Team Leader SoldSmart International www.soldsmart.biz www.soldsmart.com.au ---------------------------------- 2009-02-10 14:29:02
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